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- Tasks: Monitor live services, manage incidents, and ensure product quality.
- Company: Join INRIX, a leader in real-time traffic intelligence and analytics.
- Benefits: Enjoy competitive salary, pension scheme, and employee stock options.
- Why this job: Make a real impact on service quality and customer experience.
- Qualifications: Experience in service operations and strong communication skills required.
- Other info: Work in a dynamic, hybrid environment with global collaboration opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
INRIX is a leading SaaS provider of real-time traffic intelligence, connected car data, and transportation analytics. We help automakers, fleets, governments, and media organisations reduce congestion and improve mobility through high-quality, data-driven products.
Our Service Operations function sits within the Quality organisation, ensuring operational excellence, product quality, and customer experience are closely aligned across our global services.
We are seeking an IT Service Operations Analyst to join our Global Service Operations Centre (SOC). This role goes beyond traditional IT support. While operational monitoring and incident management remain core responsibilities, the SOC also plays a key role in handling product quality and data accuracy enquiries raised by customers.
- Service Monitoring & Event Management
- Perform real-time monitoring of live services to ensure availability, performance, and quality
- Analyse events and alerts to identify underlying issues and customer impact
- Prioritise alerts and incidents based on SLA, KPIs, and business risk
- Incident & Operational Support
- Act as the first point of contact for customer operational incidents and technical enquiries
- Log, categorise, prioritise, and manage incidents through to resolution
- Coordinate troubleshooting, escalation, and recovery activities
- Lead and maintain clear internal and external communications during incidents
- Follow documented procedures, runbooks, and communication plans
- Product Quality Enquiries (PQE) – Part of the Role
- Support the intake, triage, and management of Product Quality Enquiries (PQEs) alongside other operational tickets
- Ensure PQEs have a clear problem statement, supporting data, and completed risk assessment
- Assign PQEs to appropriate subject matter experts and functional owners
- Maintain the PQE ticket as the canonical record for investigation and decision‑making
- Track progress, manage dependencies, and escalate blocked or high‑risk PQEs through governance forums
- Ensure outcomes of PQEs feed into service, product, or process improvements
- Problem Management & Continuous Improvement
- Support problem management through trend analysis across incidents and PQEs
- Contribute to root cause analysis and corrective action tracking
- Work with Engineering, Product, and Service teams to reduce recurrence of issues
- Drive improvements to service quality, resilience, and customer experience
- Change, Release & Validation Support
- Assist with validation and testing of changes and releases
- Provide operational and quality input to change and release processes
- Reporting, Documentation & Knowledge
- Support SLA, KPI, and service/quality reporting
- Maintain and improve operational and quality documentation
- Contribute to training and knowledge‑sharing activities
- Assist with the development and improvement of operational tooling and processes
- Technology & Operating Environment
- Hybrid private and public cloud environments (Windows and AWS)
- Event monitoring, alert correlation, and observability tooling
- ITSM platforms supporting incidents, requests, PQEs, RCA, and SLA reporting
- ITIL‑aligned processes across Event, Incident, Problem, and Quality Management
- Close collaboration with Engineering, Product, DevOps, Customer Success, and Quality teams
You are analytical, organised, and customer‑focused, with the ability to balance live operational work and investigative analysis. You bring:
- Experience in service operations, application support, or technical support
- Understanding of incident and problem management (ITIL knowledge or certification preferred)
- Exposure to structured investigations, data analysis, or quality‑related enquiries
- Familiarity with Windows and AWS environments and basic networking concepts
- Strong written and verbal communication skills
- The ability to document investigations and clearly summarise outcomes
You are:
- Comfortable managing multiple ticket types and priorities
- Curious about service behaviour and product quality
- Confident working cross‑functionally and across time zones
- Focused on continual improvement and customer outcomes
Why Join INRIX?
- Work in a quality‑led service operations team
- Balance real‑time service protection with analytical investigation
- Influence both operational stability and product quality improvements
- Gain exposure to global, data‑driven platforms
- Collaborate across Service, Quality, Product, and Engineering teams
- Competitive salary, pension scheme, company bonus, employee stock option plan
- Full time with rotating shifts as part of a 24/7 follow‑the‑sun model
- On‑call: Occasional out‑of‑hours support will be required
Equality of opportunity is at the heart of our recruitment process. You’ll be judged on your suitability for the job and nothing else.
IT Service Operations Analyst in Altrincham employer: INRIX, Inc.
Contact Detail:
INRIX, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Operations Analyst in Altrincham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT service operations. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific situations where you improved service quality or resolved incidents. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at INRIX.
We think you need these skills to ace IT Service Operations Analyst in Altrincham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Operations Analyst role. Highlight relevant experience in service operations, incident management, and any ITIL knowledge you have. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your analytical skills and customer focus, as these are key for us.
Showcase Your Communication Skills: Since strong written communication is crucial for this position, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your ability to document investigations and summarise outcomes effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at INRIX, Inc.
✨Know Your ITIL Basics
Since the role involves incident and problem management, brush up on your ITIL knowledge. Be ready to discuss how you’ve applied ITIL principles in past roles, especially in service operations or technical support.
✨Showcase Your Analytical Skills
Prepare examples that highlight your analytical abilities. Discuss how you've used data analysis to identify issues or improve service quality. This will demonstrate your fit for a role that requires both operational monitoring and investigative analysis.
✨Communicate Clearly
Strong communication skills are key in this role. Practice summarising complex technical issues in simple terms. During the interview, be clear and concise when discussing your experiences, especially when it comes to documenting investigations and outcomes.
✨Demonstrate Customer Focus
Be ready to share examples of how you've prioritised customer experience in your previous roles. Discuss any instances where you managed multiple ticket types and how you ensured timely resolutions while maintaining quality service.
